Vehicle Care & Transit Policy

​​​This is the Vehicle Care & Transit Policy for The Car Concierge Ltd.

Our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LT.

1. Our Commitment to Your Vehicle's Care

At The Car Concierge Ltd., the safety and security of your vehicle are paramount. This policy outlines the professional standards we adhere to for the collection, transit, and delivery of your vehicle.

Our Super Valets are trained, vetted, and insured professionals dedicated to handling your vehicle with the utmost care and responsibility. This policy explains our procedures, insurance coverage, and what to do in the unlikely event of an issue during transit.

2. Our Comprehensive Insurance Coverage

For your peace of mind, your vehicle is protected by our comprehensive insurance policy, provided by Gallagher Insurance, from the moment we collect it to the moment we return it. This includes:

  • Road Risks Insurance (Comprehensive): Covers your vehicle for accidents while being driven by our Super Valets.

  • Bailee Insurance: Protects your vehicle against damage or loss while it is in our care, custody, and control.

  • Fidelity Guarantee Insurance: Protects against theft or dishonesty by our employees and contracted Super Valets.

3. The Condition Report: Our Foundation of Trust

The condition report is a crucial part of our process, protecting both you and us. It documents the exact condition of your vehicle at every handover point.

  • Process: At collection and final delivery, our Super Valet will conduct a thorough inspection of your vehicle's interior and exterior. This involves a detailed form fill and is supplemented with photographic evidence.

  • Digital Sign-off: You will be asked to review and digitally sign the condition report at collection and delivery. A final copy, including all photos, will be sent to you and stored in your customer profile.

  • Importance: This signed report serves as the definitive record of your vehicle's condition. Any damage claims will be assessed against the initial collection report.

4. Your Responsibilities Before Collection

To ensure a smooth and safe process, we require the following from you:

  • Disclose Known Issues: You must inform us of any pre-existing mechanical issues, faults, or quirks (e.g., unusual starting procedures, non-functioning parts) before collection. These will be noted on the condition report.

  • Fuel/Charge Level: Please ensure your vehicle has at least a 50% battery charge (for EVs) or a half-tank of fuel. If our Super Valet needs to add fuel to complete the journey, the cost will be added to your final invoice.

  • Provide Full Access: Please provide our Super Valet with all necessary keys, fobs, and details for any security measures such as alarms, ghost immobilisers, or trackers.

  • Remove Personal Valuables: Please remove all personal and valuable items from your vehicle. While we take great care, we are not liable for any personal belongings left inside.

  • Ensure Roadworthiness: The vehicle must be in a safe, roadworthy condition with valid tax and MOT. If we arrive and the vehicle is not roadworthy, we will have to refuse collection and a call-out fee of £50 + VAT will be charged.

5. The Collection & Delivery Process

  • Service Area: Our standard service area covers all of Greater Manchester and Cheshire.

  • Booking Notice: We require a minimum of 48 hours' notice for bookings to ensure optimal routing and availability, though we will always try to accommodate exceptions.

  • Time Windows: We offer collection windows between 8am - 4pm and delivery windows between 12pm - 8pm. While you can request a specific time, our final schedule depends on Super Valet availability and routing.

  • Live Tracking: For the main transit legs (from you to the first vendor, and from the last vendor back to you), we provide a vehicle tracking link (currently iOS only) so you can monitor your vehicle's journey in real-time.

6. Handling Delays & Rescheduling

  • Transit Delays: If we are delayed by factors outside our control (e.g., heavy traffic, road closures), your concierge will contact you immediately with an updated ETA.

  • Vendor Delays: Delivery dates are always estimates. If a vendor's work takes longer than expected, we will notify you at least 24 hours before the original estimated delivery time to arrange a new date.

  • If You Are Unavailable: We will attempt to reschedule your delivery once for free. If you are unavailable for the rescheduled delivery, a storage and administration fee of £50 + VAT will apply, and your vehicle will be moved to a secure storage location until a new delivery can be arranged.

7. What to Do if You Suspect Transit Damage

In the rare event that you believe your vehicle has sustained damage during transit, you must follow this process:

  1. Note it at Delivery: If possible, raise the issue with the Super Valet during the final handover and ensure it is noted on the delivery condition report before you sign.

  2. Report Within 24 Hours: You must report any suspected new damage to us within 24 hours of the vehicle being delivered. Reports made after this window may not be accepted.

  3. Submit a Claim: Email orders@thecarconcierge.co.uk with the following: your full name, phone number, vehicle registration, your Order Number, and clear photos of the suspected damage from multiple angles.

  4. Our Process: We will compare your photos against the signed collection condition report. If a discrepancy is found, we will initiate a claim with our transit insurance provider, Gallagher Insurance, and manage the process on your behalf. We may need to arrange a physical inspection of the vehicle, but you will be able to keep it in your possession while the claim is assessed.

8. Our Liability

  • Vehicle Damage: Our liability for any damage sustained during transit is limited to the terms of our insurance policy and is assessed against the signed condition report.

  • Fixed Penalty Notices: We accept full liability for any traffic or parking offences (e.g., speeding tickets, parking fines) incurred while your vehicle is in our care, custody, and control, as governed by UK traffic laws.

  • Third-Party Accidents: If your vehicle is involved in an accident caused by a third party, we will manage the claim with the third party's insurer on your behalf, provided they are found to be at fault.

This policy should be read in conjunction with our main Terms & Conditions and our Guarantee Policy.